**RESPONSIBILITIES:**

+ Leads and directs a staff of 4-5 team leaders/supervisors that will have individual teams consisting of no more than 25 employees each. Total span of 60-80 FTEs
+ Ensure calls from patients for multiple client hospital sites are answered within the client service levels and handled in a quality manner. Team may consist of no more than 25 employees
+ Oversee and manage contact center performance to ensure contractual SLAs are met consistently
+ Serve as a mentor to current team leaders/supervisors and all CSR employees by consistently displaying the R1 values
+ Develop and implement recommendations and provide formal feedback on project results and team performance to management.
+ Supports new client expansion development and implementation.

**QUALIFICATIONS:**

+ 3 – 5 years’ experience in delivering customer service in a hospital or health care call center environment as an Operations Manager
+ Bachelor’s Degree or ...